At Oshiozena, we are committed to ensuring your order is delivered safely and on time. Please read the following details regarding our shipping policy:

1. Shipping Address Accuracy

Please ensure your shipping address is accurate and complete at checkout. Oshiozena is not liable for items not received due to an incorrect or incomplete address.

If an item is marked as undeliverable and returned to us, it will be resent upon confirmation of the correct address. A re-shipping fee will apply.

2. Delivered Packages

Once a package has been confirmed as delivered by the shipping carrier, we are unable to issue refunds or replacements for lost or stolen items. We recommend ensuring the delivery address is secure or opting for signature delivery where available.

3. Shipping Times

Production and order fulfillment timelines apply to garment preparation only and do not include shipping or transit time. Delivery timelines are calculated separately and may vary based on destination and carrier. Delivery times are estimates and may be affected by external factors such as customs delays, weather, or courier disruptions.

While we always aim to dispatch orders as efficiently as possible, delivery times are estimates only. We are unable to accept responsibility for orders that arrive after a customer's intended wear date, including for events, travel, or special occasions.

4. Customs and Duties

International orders may be subject to customs duties or taxes, which are the responsibility of the recipient. These charges are not included in the item price or shipping fees.

Important Update for U.S. Customers

Beginning August 29, 2025, the U.S. government ended the long-standing de minimis duty exemption, which previously allowed international orders under $800 to enter the U.S. duty-free. As a result of this policy change by the Trump administration, all shipments to the U.S. are now subject to import duties and tariffs.

Unfortunately, this means that prices for our U.S. customers will reflect an approximate 25% increase to account for these government-imposed costs. This change is entirely outside of our control, but we want to be transparent about how it affects you.

We are actively exploring new shipping and fulfillment solutions to make shopping with us more affordable again, and we deeply appreciate your continued support during this transition.

Refund Policy

At Oshiozena, each item is made to order with care and precision. As such, we are unable to accept refunds. However, we are happy to offer an equivalent value exchange or store credit within 7 days of receiving your order.

Refunds will only be issued in the unlikely event that your item is found to be faulty. In such cases, the item can be exchanged for a new one or returned for a full refund.

To initiate an exchange or return, please contact us at info@oshiozena.com with your order details. Items must be unworn, unwashed, and in their original condition with all tags attached.

Thank you for understanding and supporting sustainable, made-to-order fashion. If you have any questions, feel free to reach out to our team.

Note: Shipping costs for exchanges are the responsibility of the customer unless the item is faulty.

Pre-order Policy

Products Marked as Pre-order

Thank you for choosing to pre-order with Oshiozena. As all of our garments are custom milled, dyed, hand-cut and sewed, the production process requires careful attention and time. As a result, pre-orders may take a bit longer to complete, and we appreciate your patience as we craft your items with the utmost care and precision. Please note the following terms when placing a pre-order:

Payment Requirement – Pre-orders require full payment at the time of purchase to confirm your order.

Production Process – As pre-order items are custom-made, cancellations or refunds are not possible once production begins.

Updates and Communication – We will provide regular updates on the status of your pre-order and greatly appreciate your patience as we carefully produce your item.

If you have any questions regarding your pre-order, feel free to reach out to us at info@oshiozena.com. Thank you for supporting our brand and our made-to-order process.